Kerry Bodine

MAY 11, 2020

You can also compare operational, financial, and customer-feedback data from before the pandemic and with those that you’re collecting now — and look for directional changes. How have our customers’ needs and expectations changed? How have our competitors’ experiences changed? Just don’t rely solely on this research method.

Mystery Shopper 122

Mystery Shopper Customer Experience Government Retail 122

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) Moreover, in 2016, we conducted a study of the surveys issued by the nations’ largest retailers. With one exception (7-Eleven), the surveys by the top retailers were unscientific and failed the basics of customer engagement.

Double-Barreled Question 45

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 45

InteractionMetrics

SEPTEMBER 17, 2019

I also explored how Alaska Airlines is pestering its customers with surveys that extend to 94 (!) Moreover, in 2016, we conducted a study of the surveys issued by the nations’ largest retailers. With one exception (7-Eleven), the surveys by the top retailers were unscientific and failed the basics of customer engagement.

Double-Barreled Question 40

Double-Barreled Question Mystery Shopper Net Promoter Score Customer Survey 40